Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
Broken Promises: Courtyard By Marriott Edition
A friend of mine recently had a business trip to the Bay Area and booked his room at the Courtyard by Marriott in downtown Oakland.
Journey Mapping Workshops In Chicago This November
Want to learn more about journey mapping? We have two opportunities this coming November for you to join us for a hands-on workshop in downtown
$50 CX Day Discount For Our November Journey Mapping Workshop!
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. To celebrate today’s global
Why You Need To Measure Journeys—Not Just Touchpoints
The concept of customer journeys isn’t new to the customer experience world. Yet it’s taken some time for organizations to evolve from simply creating journey
Why Should You Care About Customer Experience?
A couple of months back, I wrote a post called You Must Invest In Customer Experience. In it, I detailed research by the American Customer
Marketing Through Valuable Experiences
I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. Their article was already several
Congratulations To The Service Design Award Finalists of 2017!
I’ve had the honor and pleasure of serving as the head of the jury for this year’s Service Design Awards. As a jury member since
To Facilitate Your Best, Prepare For The Worst
I have abysmal travel luck. I routinely end up on a flight that’s delayed because of a malfunctioning toilet or that has to make an
You Must Invest In Customer Experience
Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently
Why Do You Need Journey Maps?
Journey maps have become one of the most popular tools for understanding and improving customer experiences. (Case in point: more than 1,000 people have downloaded
